food and beverage
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Food and Beverage
Service - I
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2.6.3 Restaurant Manager
Restaurant Manager is responsible for directing and supervising all activities pertaining to employee relation, food production, sanitation, guest service and operating profits. The restaurant manager is either the coffee shop manager, bar manager or the specialist restaurant manager. The restaurant manager reports directly to the food and beverage manager and has overall responsibility for the organisation and administration of a particular outlet or a section of the food and beverage service department. The restaurant manager's job includes:
i)Setting and monitoring the standards of service in the outlets.
ii)Administrative duties such as setting duty charts, granting leave, monitoring staff positions, recommending staff promotions and handling issues relating to discipline.
iii)Training the staff by conducting a daily briefing in the outlet.
iv)Playing a vital role in public relations, meeting guests in the outlets and attending to guest complaints, if any.
v)Formulating the sales and expenditure budget for the outlet.
vi)Planning food festivals to increase the revenue and organising advertisement campaign of the outlet along with the chef and the food and beverage manager.
2.6.4 Room Service Manager
The room service manager reports directly to the food and beverage manager and is responsible for the room service outlet. The room service manager checks that the service rendered to the guests conforms to the standards set by the hotel. He also monitors all operational aspects of the outlet such as service, billing, duty charts, leave and absenteeism, in addition to attending to guest complaints regarding food and service.
The room service manager is also in charge of the sales and expenditure budget. The room service is most liable to have problems. The room service manager should ensure coordination among the room service order taker, the captain and the waiter. It is necessary for the room service manager to be present in the outlet during peak hours to interact with other departments of the hotel and to take regular momentums of all the equipment used In the event of the hotel offering valet service and the room service manager takes charge of that service as well .
2.6.5 Bar Manager
Bar Manager organises and controls a bar's operations. A bar manager arranges the purchase and pricing of beverages according to budget; selects, trains and supervises bar staff; maintains records of stock levels and financial transactions; makes sure bar staff follow liquor laws and regulations; and checks on customer satisfaction and preferences.
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The bar manager should have good interpersonal skills and |
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good memory. He must be efficient and speedy, must enjoy working |
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with people. He should have good cash-handling skills. |
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2.6.6Banquet Manager
The banquet manager supervises the banquet operations, sets up break-down service according to the standards established by the hotel. He co-ordinates the banquet service in conjunction with other departments involved and prepares weekly schedules for the banquet personnel.
From the time the bookings are done till the guest settles the bill, the banquet manager is in charge of all aspects of banquet and conference operations. He supervises the work of the banquet sales assistants, who do the banquet bookings and the captains and waiters who perform the food and beverage service activities under his guidance. He is responsible for organising everything right down to the finest detail.
The banquet manager projects the budget of the banquets, and works in close coordination with the chef in preparing menus. He is responsible for making an inventory of all the banquet equipment and maintaining a balance between revenue and expenditure.
Banquet managers may also be designated as assistant managers in the food and beverage service department.
2.6.7 Other Staff Designations at Various Levels
The following are the various designations with their job specifications in the food and beverage department.
i)Senior Captain or Maitre d’ Hotel
The senior captain has overall responsibility for operations. He prepares the duty charts in consultation with the outlet manager. He oversees the Mise-en-place, cleaning, setting up of the outlet and staffing to ensure that the outlet is always ready for service. The senior captain receives the guests and hands them over to the captain or station holder. He takes orders from guests if the captain is unable to do so. The senior captain should be an able organiser and also be prepared to take over the duties of any member of the staff as and when required.
ii)Reception Head Waiter
This staff member is responsible for accepting any booking and for keeping the booking diary up-to-date. He / she will reserve tables and allocate these reservations to particular stations. The reception head waiter greets guests on arrival and takes them to the table and seats them.
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iii) |
Captain / Chef de Rang |
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This position exists in large restaurants, as well as in the food |
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and beverage service department of all major hotels. The |
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captain is basically a supervisor and is in charge of a |
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particular section. A restaurant may be divided into sections |
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called Sations, each consisting of 4 to 5 tables or 20 to 24 |
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covers. A captain is responsible for the efficient performance |
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of the staff in his station. A captain should possess a sound |
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knowledge of food and beverage, and be able to discuss the |
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menu with the guests. He should be able to take a guest's |
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order and be an efficient salesperson. Specialised service |
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such as gueridon work involves a certain degree of skill, and |
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it is the captain who usually takes the responsibility to do this |
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work. |
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iv) |
Waiters / Commis de Rang / Server |
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The waiters serve the food and beverage ordered by a guest |
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and is part of a team under a station captain. They should be |
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able to perform the duties of a captain to a certain extent and |
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be a substitute for the captain if he is busy or not on duty. |
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They should; also be knowledgeable about all types of food |
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and beverages, so that they can effectively take an order |
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from a guest, execute the order and serve the correct dish |
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with its appropriate garnish and accompaniment. They should |
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be able to efficiently coordinate with the other staff in the |
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outlet. |
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v) |
Trainee / Commis De Barraseur |
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The trainees work closely with the waiters, fetching orders |
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from the kitchen and the bar, and clearing the side station in |
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a restaurant. They serve water and assist the waiter. They |
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are mainly responsible for the mise-en-place, and stacking |
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the side board with the necessary equipment for service. The |
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debarrasseur is the ‘learner’, having just joined the food |
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service staff, and possibly wishing to take up food service as |
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a carreer. |
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vi) |
Wine Waiter / Sommelier |
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Wine waiters have an important role to play in reputed |
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establishments. Their job is to take orders for the service of |
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wine and alcoholic beverages and serve them during the |
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meal. Hence they should be knowledgeable about wines that |
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accompany a particular dish and the manner in which they |
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should be served. They should also be aware of the licensing |
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laws prevalent in the city and should be efficient sales |
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persons. |
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vii) |
Room Service Waiters / Chef D’etage |
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Room service waiters work in the room service outlet, |
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serving food and beverage to guests in their rooms. The |
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order is placed by the guest on telephone, and is recorded on |
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a Kitchen Order Ticket (K.O.T). It is then passed on to the |
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duty captain. The duty captain in turn places the order in the |
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kitchen or the bar, as the case may be. The room service |
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waiter who has been assigned that order, sets the tray |
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according to the food or beverage ordered, picks up and |
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delivers the order when it is ready. |
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viii)Carver / Trancheur
The carver is responsible for the carving trolley and the carving of joints at the table as required. The carver will plate up each portion with the appropriate accompaniment.
ix)Floor Service Staff / Floor Waiter
The floor service staffs are often responsible for an entire floor in an establishment or, depending on the size of the establishment, a number of rooms or suites. Floor service of all meals and breakfast is offered either throughout the day or in a limited time depending on the size of the establishment. The floor service staff would normally work from a floor pantry or from a central kitchen with all food and drink reaching the appropriate floor and the required room by lift and in a heated trolley.
x)Lounge staff / Chef de sale
Lounge staff may deal with lounge service as a specific duty only in a first class establishment. The lounge staff is responsible for the service of morning coffee, afternoon teas, aperitifs and liqueurs before and after both lunch and dinner, and any coffee top ups required after meals. They would be responsible for setting up the lounge in the morning and maintaing its cleanliness and presentation throughout the day.
xi)Cocktail Bar Staff
The person who works on the cocktail bar must be responsible, well versed in the skills of shaking and stirring cocktails and should have thorough knowledge of all alcoholic and non-alcholic drinks, the ingredients necessary for the making of cocktails and of the licensing laws.
xii)Buffet Assistant / Buffet Chef / Chef de buffet
The chef de buffet is in charge of the buffet in the room, its presentation, the carving and portioning of food and its service. This staff would normally be a member of the kitchen team. The cashier is responsible for the takings of the food and beverage operation. This may include making up bills from food and drink check or, alternatively, in a cafeteria, for example, charging customers for their selection of items on a tray.
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xiii) |
Counter Assistants |
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Counter assistants are found in cafeterias where they would |
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stock the counter and sometimes serve or portion food for |
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customers. Duties may also include some cooking of call |
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order items. |
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xiv) |
Table Clearers |
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Table clearers are responsible for clearing tables and |
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trolleys, specially designed for good stacking of crockery, |
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glassware, cutlery, etc. |
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CHECK YOUR PROGRESS |
1.What is a restaurant?
2.Restaurants are classified into how many groups and what are they?
3.Differentiate between café and coffeehouse.
4.Who is the head of the the food and beverage service department and what he / she is responsible for?
5.What are pubs?
2.7 LET US SUM UP
A restaurant is a retail establishment that serves prepared food to customers. Service is generally for eating on premises, though the term has been used to describe take-out establishments and food delivery services. The term covers many types of venues and a diversity of styles of cuisine and service.
Restaurants often specialize in certain types of food or present a certain unifying, and often entertaining, theme. For example, there are seafood restaurants, vegetarian restaurants or ethnic restaurants. Generally speaking, restaurants selling "local" food are simply called restaurants, while restaurants selling food of foreign origin are called accordingly, for example, a Chinese restaurant and a French restaurant.
Restaurants can be classified by whether they provide places to sit, whether they are served by wait-staff and the quality of the service, the formality of the atmosphere, and the price range.
Staff organization is basically concerned with matters such as the decision of tasks within the hotel, position of responsibility and authority and the relation between them. It helps in introducing the conceps of span of control, level of management and delegation.
Teamwork is the watchword in any food and beverage service department. A dedicated and committed team, with able leadership, under ideal working conditions, helps in fulfilling the
establishment's ultimate goal of guest satisfaction
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2.8 LESSON END ACTIVITY
1.Visit restaurants in your town and in near by metro. Note down their kitchen facilities, infrastructure facilities and service aspects.
2.9 KEY WORDS
Unpretentious |
Not elaborate or showy, as in appearance or style |
Busboys |
A restaurant employee who clears away dirty |
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dishes, sets tables, and serves as an assistant to a |
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waiter or waitress. |
Sommeliers |
A restaurant employee who orders and maintains |
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the wines sold in the restaurant and usually has |
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extensive knowledge about wine and food pairings. |
Dispensers |
One that dispenses or gives out, especially a |
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machine or container that allows the contents to be |
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removed and used in convenient or prescribed |
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amounts. |
Buffet |
A counter or table from which meals or |
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refreshments are served. |
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A meal at which guests serve themselves from |
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various dishes displayed on a table or sideboard. |
Ethnic |
Of, relating to, or characteristic of a sizable group |
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of people sharing a common and distinctive racial, |
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national, religious, linguistic, or cultural heritage. |
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Being a member of a particular ethnic group, |
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especially belonging to a national group by heritage |
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or culture but residing outside its national |
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boundaries |
Bistros |
A small bar, tavern, or nightclub. |
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A small, informal restaurant serving wine. |
Banquet |
A ceremonial dinner honoring a particular guest or |
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occasion. |
Brasserie |
A brasserie is a café doubling as a restaurant and |
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serving single dishes and other meals in a relaxed |
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setting. |
Bistro |
A bistro is a familiar name for a café serving |
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moderately priced simple meals in an unpretentious |
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setting. |
2.10 QUESTIONS FOR DISCUSSION
1.Explain in your own words about the various types of restaurants.
2.Give a brief note about the fast-food restaurants.
3.What are casual-dinning restaurants? Explain a few in detail.
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4. |
Explain in detail about the staff organization in hotel industry. |
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5. |
What are the duties and responsibilities of the restaurant staffs? |
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CHECK YOUR PROGRESS - ANSWER |
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1. |
A restaurant is a commercial outfir which specializes in the |
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preparation of quality food and to serve them to satisfy the |
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customers’ demand. |
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2. |
Restaurants are generally classified into three groups. They are |
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quick service (fast-food) restaurants, mid scale restaurants and |
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upscale restaurants. |
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3. |
Cafés and cofeeshops are informal restaurants offering a range |
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of hot meals and made-to-order sandwiches. Coffeehouses are |
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casual restaurants without table service that emphasize coffee |
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and other beverages with sandwiches. |
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4. |
Food and Beverage Service Manager is the head of the the food |
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and beverage service department. The F&B Service Manager is |
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responsible for budgeting, compiling new menus, quality control |
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and manpower development. |
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5. |
Pubs were primarilydrinking establishments with food in a |
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decidedly secondary position. |
2.11 REFERENCES
1.Sudan Amrik Singh (2002), Restaurant Management, Anmol Publications.
2.Dennis R. Lillicrap, John A Cousins (1991), Food and Beverage Service, Elbs.
3.Loftus David (2007), Restaurant Notes, Ryland Peters & Small.
4.Sudhir Andrews (1980), Food and Beverage Service Manual, Tata McGraw Hill.
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LESSON 3
WAITER
CONTENTS
3.0Aims and Objectives
3.1Introduction
3.2Waiter
3.3Status of a Waiter
3.4Attributes of a Waiter
3.5Undesirable Qualities of a Waiter
3.6Let us Sum Up
3.7Lesson End Activity
3.8Key Words
3.9Questions for Discussion
3.10References
3.0 AIMS AND OBJECTIVES
In this lesson we shall discuss about the status and attributes of a waiter. After completion of this lesson you will be able to understand:
Waiter and his duties
Attributes of the waiter.
3.1INTRODUCTION
A successful restaurant is one which the guests are anxious to visit again, a place where they feel as comfortable as in their own homes. This pleasant atmosphere is produced by courtesy; good well-cooked food; advice in selecting from the available dishes; a knowledge of how they are prepared; and quiet, efficient, but unostentatious, service. It is by these amenities that both buyer and seller are satisfied and goodwill of the business increased. At the end of the visit the customer is made to feel that he got his money’s worth in terms of both quality food and courteous service.
Good waiters are necessary to the success and development of the hotel and catering industry. Waiters play an important part as, in effect, an efficient salesman of food, one who assists materially in merchandising and its accompanying services. Waiter is in direct contact with the guests and therefore much of catering establishment’s success depends on the skills, interest and personable qualities of the waiter. The waiters are prompted to develop tact and initiative and by keeping their brains active and reveal their personality.
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Food and Beverage
Service - I
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The English writer, Wilfred Gowers-Round, wrote a number of ‘Rules for Waiters’ that he called a ‘Manifesto.’
•A waiter's job is to serve and never to impose himself.
•The goal of waiting is inconspicuous but pleasing service.
•Waiters must be clean and smart and should never wear cologne.
•Under no circumstances should a waiter ever touch a diner.
•Wine glasses should never be filled too full.
•Unasked for advice should never be offered.
•If diners are content to pour the wine themselves, let them.
•Unless asked, no plates should be removed until all have been finished.
•Women diners should be afforded respect equal to men.
•While attending to the customer, the waiter should make sure the diner’s coffee cup / water goblet, bread basket, butter, sugar, cream and clean ashray are kept full at all times.
•The bill should be placed on the table without ceremony.
•If the diner so desires, the waiter should carry the money to the cash counter, pay the bill and return the balace to the diner.
3.2WAITER
Waiting staff, wait staff, or waitstaff are those who work at a restaurant or a bar attending customers - supplying them with food and drink as requested promptly and pleasantly.
The waiter is popularly known as a Steward or Commis-de- Rang. A female who "waits" on tables is often called a waitress. The gender-neutral server and collective waitstaff can also be used.
Some people prefer to use gender-neutral language, using waiter indiscriminately for males and females, waitperson, server, or waitron.
3.3 STATUS OF A WAITER
The duties of waiting staff include preparing tables (table setting) for a meal, taking customers' orders, serving drinks and food, and cleaning up before, during and after servings in a restaurant. He must have knowledge of proper rules of etiquette in order to furnish working service in either a formal or informal sitting. Other task of a waiter includes:
1.Reports to Senior Captain / Captain to receive necessary instruction for the shift and for any menu changes.
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2. Has to attend briefings conducted by senior captain. |
Waiter |
3.Sets the assigned tables and ensures that the services area too is well-stocked with linen, silver, glassware, china etc. Sets up any special displays that be used for the meal period.
4.Greets guests and sometimes assists the host/ hostess in seating guest. Fills water glasses, serves butter, cocktails, answers questions about menu items and makes suggestions about dishes and wine if the customer requests or desires.
5.Takes orders on check, turns or gives over with specification the order to the cooks with consideration to the timing of the preceding courses. Picks up all food and all other required items from various stations.
6.May carve meats, bone fish and prepare flaming dishes or desserts at guest’s table. He may assist Senior Captain for the same.
7.May serve guests from plates to the guest’s table.
8.Other tasks to be performed as determined by establishment from time to time.
9.Replenishes wine, water, butter, and bread as and when required.
10.Observes the guests in order to anticipate any additional request and to perceive when the meal has been completed.
11.After all the guests have finished each course and before the next one is served, the waiter/ waitress should remove all soiled dishes or ensure that the assistant stewatard does it.
12.When guests have finished the meal, the table is cleared and reset and ready for the next customer.
13.Performs other tasks as directed by the supervisor.
Depending on the restaurant, other less common duties may |
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be required, such as singing birthday songs to customers who are |
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celebrating a birthday. A theme restaurant may even require staff to |
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dance (e.g. Joe's Crab Shack). There are now event caterers that |
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outsource waiting staff to events and specific functions. Silver |
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service staffs are specially trained to serve at banquets or high-end |
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restaurants. They follow specific rules of service and it is a skilled / |
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specialized job. They generally wear black and white with a long, |
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white apron (extending from the waist to ankle). |
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3.4 ATTRIBUTES OF A WAITER |
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The quality of service staff in any establishment reflects the |
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quality of the establishment itself. No matter how good the food and |
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ambience are, poorly trained, untidy or rude staff can antagonize |
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customers. On the other hand, if the staffs are well-trained and |
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